Sr. Manager, Loyalty Transformation

Royal Caribbean Cruises Ltd•Miami, FL

2d•Onsite

About The Position

The Royal Caribbean Group operates multiple, separate loyalty programs including RCI’s Crown & Anchor Society, Celebrity’s Captain's Club and Silversea’s Venetian Society. The loyalty landscape has advanced across numerous industries and continues to evolve given the importance of a loyal guest, popularity of programs and guest expectations. We are committed to growing our programs and operating the most innovative and valuable leisure loyalty program in the market. To help drive this, we are seeking an individual to lead strategic planning and transformation efforts to support our loyalty programs. This person will be both a strategist and a hands-on project transformation leader; crafting a roadmap aligned with our goals and deliverables while also contributing to design and execution. The strategic planning side of the role will focus on managing the business case, identifying new opportunities + sizing them accordingly, while continuing to drive loyalty as strategic pillar within the organization. The transformation management side of the role will develop and drive key project tracker tools to ensure progress, accountability, and milestone delivery. This person will thrive in a fast-paced, multi-branded environment and loves to problem solve. They will often work cross functionally to help drive key business decisions and in turn will lean heavy on their strong communication skills across the organization.

Requirements

10+ years’ experience working within a transformation management office, consulting firm, and / or loyalty organization
Experience within travel & hospitality and loyalty industry desirable
Ability to generate solutions and then deliver the business case to support them
Thorough understanding of project management best practices, with continuous improvement as a core value
Demonstrated experience with strategic planning.
Strong verbal and written communication skills
Proven project management experience with documenting and writing business requirements and project plans.
Experience with achieving stakeholder alignment at various levels within the organization.
Ability to be flexible, follow tight deadlines, organize and prioritize work.
Experience with cross-functional collaboration and project management
Experience with third-party vendor management
Knowledgeable of MS Word, Excel, Power Point
Ability to manage multiple projects under tight deadlines.
Excellent interpersonal skills with an ability to interact with all levels of management
Highly motivated and ‘can do’ attitude. Excellent attention to detail and accuracy, team player.
Strong story-teller through various outputs such as executive memos and presentation

Responsibilities

Serve as loyalty subject matter expert for cross functional teams.
Develops loyalty solutions and loyalty multi-year roadmap to drive business objectives and KPIs
Drives business case for these loyalty initiatives and achieves buy-in from multiple stakeholders
Manages the capital process to secure funding for these initiatives
Facilitates feature design, business requirements and functional design development with cross-functional teams.
Develops project management tools to be used and leveraged across teams such as project dashboards, project status reports, project timelines, stakeholder mapping, critical paths, etc..
Drives recurring cadence of meetings to report out status and drive progress.
Manages and supports RFP processes when third party vendors or services are required.
Develops presentations to update senior management on project status.
Manages communications to all stakeholders through various phases of projects.
Escalates project issues and risks appropriately.
Monitors project post-execution and ensure long-term results.
Captures and communicates lessons learned from project and applies them to future initiatives.
Thinks outside the box and question processes and recommend solutions.